Hi GC,
Just a touch by with my recent communication with you. Yes i had urges and yes i reached out earlier today, but hey, to be told i only have 10 minutes to reach for help really didn't go well with me..not personally, i wasn't in the need of urgent help, i only had strong urges...what concers me is you "timing" ppl for their issues? What, are we at GP' s apt outta sudden ?( which is wrong in my eyes)....i truly hope that those 59secs i took from you, helped person in need with the remaining 9mins 1 sec...
I'm sorry...you do a good job, but you cannot count person's issues by time...if i was at the start of recovery, i might of as well disclose something personal on minute 9...and that's not the way to go forward, we need your trust, understanding, dedication to help us ......please...employ more advisers if you have to, nation needs your help, numbers are growing, don't time them when they need you the most...it's not the game for us souls...it takes time and courage to reach out....I'm sure you understand that
It's similar to my job, if person needs help or guidance, i HAVE to get my all attention to them..no, i have no time, yes i have a lot to do..but...it is part of my role (same with you i would assume) to listen, support, advice, help...we are all "short" on time but hell, personal issues comes first dont they?...and i don't even work in support network as you guys!
I only fear that lack of training or responsibility in duties plays biggest part in this industry...ppl in need losing homes, wifes, children...
Some consideration in ditching the "timing" would benefit us all...do you care of a single person? Sometimes it comes down to more than "job" we're doing..
Respect,
Kind regards
Sandra J
Dear Sandra
Many thanks for your feedback, and I'm sorry to hear you felt you had a poor experience with us. I'll be passing this onto our Frontline Services Manager so he is also aware and can look into it.
It sounds like what may have happened is that you contacted us as someone was coming to the end of their shift, and they had to inform you that they only had ten minutes remaining. I hope you also understood that you could call back and get through to someone else who had more time available and then taken more time for yourself.
Although I can see how it might not have felt helpful to be told about the time if you were feeling vulnerable, we do ensure that our advisers finish shifts on time, take adequate breaks etc., so they can avoid burn out in what is a challenging role. If someone has worked a day on the helpline, it is important for them to be able to finish on time so for their next shift they are fresh and ready to take another call in the best way possible.
You are of course welcome to use the helpline or netline to support your recovery, and I hope you feel able to call back again and speak to someone if you need to.
Best wishes
Rebecca
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